Thursday, February 21, 2008

I had the opportunity to experience Three's (lack of) customer service today and I am not impressed. I topped up my account on their website and got an error message, informing me that I may have been charged and should contact customer services. The irony is that none of the option on their automated service deals with this kind of queries. I tried another number and here again, I was trapped in endless automated loops. No option to speak to a human being. I was left to send an email and to hope for a reply within a few days...

I will keep you updated.

Update: I had a call from Three at lunch time. The error is now fixed. The option to speak to a human being is there but quite hidden. The guy I spoke to was courteous and efficient though so that makes up for it. Case closed.

Update 2: I have receive an email from an executive at Three regarding my negative experience. The issue I highlighted above was fixed in a matter of 2 hours by phone. I will suggest that an option to speak to customer rep be made more prominent in the automated options for phone support. Apart from that, I am still happy with my Three Skypephone and I am happy to recommend it as well.